Customer Service Team Leader - (Global Business Services)
Kimberly-ClarkPetaling Jaya, Selangor, Malaysia30+ days ago
Job descriptionDevelops opportunities from data analytics and best practices to improve efficiency and accuracy. Rationalizes order entry / processing, outputs, and external connectivity of billing platforms and EDI architecture toward standard, scalable solutions using ERP and core tools. Leverages digital tools (EDI, RPA, OCR) and ERP to sustain operational excellence and drive productivity and cost-saving initiatives. Identifies development / upskilling needs and provides coaching and performance feedback to team members. Fosters a strong, customer-centric culture focused on quality, continuous improvement, employee retention, and high performance. Experience leading teams in global business services within a fast-paced customer service environment. Experience and knowledge in sales order management / processing and billing, including connected processes. Experience in Supply Chain / Logistics is a plus. Knowledge of SAP – SD module or equivalent ERP module. Strong stakeholder management skills; ability to work with IT, partner teams, and wider business stakeholders to drive change. Ability to challenge the status quo, identify inefficiencies, and implement improvements while onboarding new ways of working to benefit customers and operations. Ability to lead a high-performance team and advocate for long-term, customer-centric strategic change. Clear goal orientation for personal and team development. Medical, dental, and vision coverage with flexible options; on-site fitness center and occupational health support; safety equipment allowances. Flexible Savings and Spending Accounts to optimize health care options. Income protection options to support you and your family in illness or injury. Programs to support continuing education, relocation, or childcare needs.
Overview
Customer Service Team Leader (Global Business Services) – Kimberly-Clark
Responsibilities
- Leads the day-to-day operations of a team of order and billing fulfilment / management (customer service / experience) analysts, driving objectives such as closer to the market and customers, simplifying processes, digitizing, building capabilities, coaching and engaging team members.
- Collaborates with key stakeholders across logistics and supply chain, sales / commercial account managers, and other Global Business Service (GBS) departments; reports to the Head of Order to Cash (OTC), APAC, and is part of the OTC leadership team.
- Manages current market clusters (Malaysia & Singapore; Australia & New Zealand) with potential expansion to additional markets.
- Oversees daily sales order and billing management operations, ensures issue resolution, and drives corrective and preventive actions.
- Monitors KPIs, analyzes performance, identifies improvement opportunities, and tracks progress.
- Leads discussions and executes solutions with sales, logistics / supply chain, and finance to maintain reliable and responsive customer service order fulfillment.
- Ensures adherence to controls and maintains up-to-date Standard Operating Procedures in line with governing standards, CFIs, SOX controls, and related requirements.
Capabilities Build
Essential Requirements
Benefits
To Be Considered
Click the Apply button and complete the online application. A recruiter will review your application and contact you if there’s a fit. Check the careers website for more information.
About Kimberly-Clark : Led by Purpose. Driven by You. We are an equal opportunity employer and consider all qualified applicants without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, age, pregnancy, genetic information, citizenship status, or any other characteristic protected by law.
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Customer Service • Petaling Jaya, Selangor, Malaysia
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